Official Time Warner Cable Thread

TWC New York has sent an internal memo to customer service reps requiring them to get the model number of the Series 3 unit before they will make an installation appointment for the cable cards. The internal memo lists two serial numbers that they will accept:

TDC64825 0A
TDC64825 0B

However, the correct model number is "TCD" and not "TDC." If you tell them that you have the correct model number, TCD648250B they will not set up the appointment.

The Customer Service guy (clueless) said that he would have to check with IT and will get back to me in one or two days before he could set up the appointment. Seems that they can't admit that they might have transposed some digits.

They suggested today, after once again swearing everything on that side was fine, that I email comments@twcable.com and that address bounced. nice.

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I got my supervisor callback. I told him it bounced and asked if it was comments@twcable.com and he said yes. I said it bounced, he then looked it up and realized they'd been giving out the wrong address. It was comments@austin.rr.com. So I'm assuming these exist at all TW locations. Perhaps? Supposedly checked by the TW Technical Management team. I'm sure it's just some $5 an hour employee. He also seemed not at all interested in my issue and said it could only be solved by an onsite visit, my third. I told him I had a great signal and had a truck out here a month ago who replaced a lot of cable and cleaned up my signal. He still said that was the problem. Meanwhile I'm sitting on a Tivo channel strength of 97. Arrrgghh.

I think we are all doing a good job of making our voices heard with TW. I called and spoke with a CSR and ended up being the one to explain how the new TIVO works, and why SDV sucks. Talked for a half hour.

I think we are all doing a good job of making our voices heard with TW. I called and spoke with a CSR and ended up being the one to explain how the new TIVO works, and why SDV sucks. Talked for a half hour.

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When TWC stops giving us crap over trying to get CC's, allows us to pick them up at the counter and avoid $60 truck rolls, and stops deploying technology that breaks the CC standard then I'll feel that our voices are being heard....

Just call again and tell them what they want to hear. I got asked that model number thing last Friday. I called back an hour later and the next person didn't even ask me for a model number.

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I was taught that it is OK to lie when asked: a) Do you like my hat? b) How do I look in these pants?

I will add to that list of questions, "What is your TIVO model number?"

I told them the model number with the inverted letters and sailed through that step. Although they had put a note on my file that I had provided the wrong model number previously, I told them that I had "checked with TIVO" and that now I had the right number.

However, then the Customer Service rep said that he could not generate any appointments due to a computer problem and asked if he could call me back when he gets an appointment time. I'm not confident that this will actually happen.

Time Warner sucks. They are like a rabid dog with no leash. If the FCC spent one tenth of the time keeping these cable providers in line as they do censoring free speech none of this would be going on right now.

Well TWC screwed us over in "The colony" Texas. (North Side of Dallas, TX)

Last night (9-18) TWC changed our entire cable lineup. Deleted about 10 channels added about 25 new channels, Chaned out the order of channels, Duplicated some channels.

IE - For instance History Channel Now offered in "Analog" (Below 100) and "Digital" (Above 100)

So now my entire Channel Lineup with my TIVO is really screwed up. Tivo of course says it will take 5 days to correct on their side & get updated.

just glad I haven't turned in my TWC DVR just yet! Otherwise I would miss my "LOST". I won't stand for that! No way!

They upgraded our entire system even for cable modems. Not publicised but on my last internet test. i am getting 1.5mbs upload and 12mbs download in my area.

Oh well.

BTW) as far as Digital Switched Video Goes... If your in TEXAS Write Senator Kay Baily Hutchinson. She needs our support to propose a bill that will make it illegal for Cable Companies to use "Digital Switched Video"

Time Warner really does suck. I have never, in the 10 years or so that I've been a TW customer, had a smooth appointment. Except for once, all my appointments have been to restore service that had just gone dark for no reason. Generally at least two teams of service guys, multiple trucks and multiple appointments ensued. The last time, which was the shortest and smoothest appointment I've ever had, he was there over three hours, had to leave to go get the proper box he was supposed to be there to install and told me it was "not possible" to hook up the Tivo with an HD box. I just hooked it up properly after he left.

I pray daily for Verizon's FIOS service to someday get installed where I live.

Time Warner really does suck. I have never, in the 10 years or so that I've been a TW customer, had a smooth appointment. Except for once, all my appointments have been to restore service that had just gone dark for no reason. Generally at least two teams of service guys, multiple trucks and multiple appointments ensued. The last time, which was the shortest and smoothest appointment I've ever had, he was there over three hours, had to leave to go get the proper box he was supposed to be there to install and told me it was "not possible" to hook up the Tivo with an HD box. I just hooked it up properly after he left.

I pray daily for Verizon's FIOS service to someday get installed where I live.

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Perhaps Im an 'exception' but my dealings with TWC have been largely painless. We will see how my cablecard install goes on Friday......

I must agree with the last post - my dealings with the guy on the truck have been very good in the past, even with the subs TWC-Austin rolls now. Well, almost always very good. The idi0t they sent to install my cable phone did put this cheap .98 phone outlet in place of the 10 dollar, high-quality outlet I had installed. The gummy tape failed in the first 10 minutes and there it hangs today. They even called to ask how my install went and promised to send someone. Never did. This could be indicative of the loss of good service with their big move into the use of sub-contracters. I don't know yet. Luckily, the outlet sits behind of "wall" of boxes in my office so no exposed wiring.

I think someone else said they went down to 23rd Street and were unable to get the cablecards. My appointment with TWCNYC is scheduled for Thursday and they are picking up 2 DVRs, bringing 3 cable cards (2 for Tivo and 1 for the TV so that I can get PIP) and a regular cable box for my series 2. (I had previoulsy had my Tivo hooked up to a HD DVR so that I could record HD when needed). Originally, TW wanted to charge me ~$70 for the visit , but I think I was able to get them down to the $30 fee for the truck roll. We'll see what really happens when the bill comes...

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Well, i have the CSR's name, and if she ends up wasting my time with bad information, I'll be taking up the matter with her higher-ups there, and causing a HUGE scene in the store. I had her double-check to make sure I could pick them up. And I can't schedule a bloody appointment, because Tivo hasn't sent me a delivery notice/tracking number yet (and yes, I ordered last Tuesday, and this means I am one of the 200 lucky ones who got the special rear-ending, but I'm not complaining, just venting ).

First, you may not care, but resorting to analog channels with a top of the line HD box is insane.

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I do care, but what's a few channels among friends. Beats the alternative.

Trynyty said:

Second, in my area, UniversalHD is a switched channel. Other areas may also having missing channels.

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I think the solution for *all* of us is to file complaints with the FCC against our respective cable companies for non-compliance regarding cable cards. Everyone simply needs to dedicate 30 minutes this year to completing this task if you are missing even one channel.

My problem isn't signal strength, it's variability. I jumps from 97% to 0 back to 97% in the blink of an eye. I'm afraid that a signal booster isn't the solution (because 32x amplification of 0 is still 0). And because I live in an apt complex, the leads and wiring aren't very negotiable or modifiable, as far as TWC sees it. Anybody got any ideas on what I can do to save my S3?

LA area: Called tonight at 10pm, and they're coming out on tuesday. $25 install fee, $1.75 a month for the card. They said they had no way in the computer to tell the installer to bring 2 cards out at the same time, so I'm supposed to bug the installer guy when he arrives and see if he has an extra on him.

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Odd.

I'm also LA area (Redondo Beach) and there is no install fee here. Also they didn't give me any trouble about asking for 2 cards...

My problem isn't signal strength, it's variability. I jumps from 97% to 0 back to 97% in the blink of an eye. I'm afraid that a signal booster isn't the solution (because 32x amplification of 0 is still 0). And because I live in an apt complex, the leads and wiring aren't very negotiable or modifiable, as far as TWC sees it. Anybody got any ideas on what I can do to save my S3?

New cable cards will resolve intermittent/unstable signal issues? I've been through 3.5 already (I've picked up 4 but one of them was a dud and couldn't be authorized). I'll keep on going through them if that'll fix it.

Just my .02. I picked up my S3 at Best Buy on Sunday...last one that they had in stock. I e-mailed TW Kansas City and told them I had purchased the S3...gave them the model number and the Cable Labs website. I asked what the cost was. TW Kansas City e-mailed me back yesterday and advised that the instal was $15.35 and the cost of the CC's was $1.75 each/month. Called a CSR to make an appointment for the CC install. I told them I needed 2 of them. She asked what model number the "TV" was...I gave her the S3 model number. The CSR then asked if both cards were going in the same "TV"...I replied yes. It was pretty painless...my appointment is set for tomorrow between 2 and 5. I'll let you know how that goes tomorrow evening. Keep your fingers crossed.